Customer Support Team Lead

Grundfos; Oakville; Hybrid; CAD 60,000 - 90,000; Full time

Job summary

Join a forward-thinking company as a Customer Support Team Lead, where your expertise in customer service will make a significant impact. In this hybrid role, you will oversee complex order fulfillment tasks, manage customer inquiries, and ensure a high-quality service experience. With a focus on continuous improvement and collaboration, you'll be part of a diverse team dedicated to delivering exceptional solutions. Enjoy flexible working hours, opportunities for career development, and a supportive environment that values your contributions. This is your chance to thrive in an innovative organization committed to making a difference.

Benefits

Flexible working hours

Home office possibilities

Paid leave for volunteering

Annual bonuses

Parental support

Well-being programs

Engaging team activities

Long-term career development

Continuous learning opportunities

Qualifications

• 5+ years of experience in customer service with a focus on order fulfillment.
• Proficient in ERP systems, particularly SAP, and Microsoft Office tools.

Responsibilities

• Provide expert support to resolve customer inquiries and manage orders.
• Monitor shipments and ensure timely delivery of critical orders.

Skills

Customer Service

Conflict Resolution

Communication Skills

ERP Systems (SAP)

Microsoft Office

Education

Bachelor's Degree

Tools

SAP (CRM/SD)

Microsoft Excel

Microsoft Word

Microsoft Teams

Microsoft PowerPoint

Job description

Customer Support Team Lead

Job Description

Would you like to work in an international, innovative organization, where we produce high-quality solutions and are constantly looking to enhance existing and develop new offerings? Are you eager to utilize your expertise in customer service and make an impact?

Then we have an interesting position in Grundfos for you.

What is the job about?

Our Commercial Building Services (CBS) business unit is looking for a dedicated and detail-oriented Front Line Team Lead to join the Grundfos Canada team in Oakville, ON.

The Customer Support/Front-Line Team Lead will undertake duties as outlined below to provide assistance to customers, the CSSC (Customer Support) Team, and the CSSC Manager.

As a Front Line Team Lead, you will assist with order entry-related support and manage complex order fulfillment tasks related to project sales and customer invoice disputes.

In this role, you will be responsible for overseeing delayed and unconfirmed orders and to ensure that critical orders are fulfilled accurately and delivered on time. You will also act as the first point of contact for customers via phone, email, and chat delivering world-class customer service across various channels by providing customer contact resolution on general, but primarily escalated or complex inquiries.

You will report directly to the CBS CSSC Manager and will operate on a hybrid schedule out of our Oakville, ON office.

Your main responsibilities:

• Provide expert technical and operational support to resolve customer inquiries and process business transactions.

• Manage and adjust customer orders, including changes to lead time, shipping, and order modifications.

• Handle and coordinate customer complaints and return requests, including damaged returns.

• Monitor shipments to ensure the on-time delivery of critical orders and communicate tracking details.

• Implement efficient order fulfillment processes and coordinate with inventory management for stock availability.

• Monitor and track shipments to ensure on-time delivery of critical orders (escalated by sales or customer).

• Handle escalations and more complex order fulfillment tasks related to Project Sales and customer invoice disputes.

• Provide quotations, technical advice, and order entry support to customers and sales teams, and identify sales opportunities.

• Promote and support the use of digital tools for customers and identify opportunities for process improvement.

• Train and support order fulfillment staff and develop conflict resolution and complaint handling skills.

• Ensure a high-quality customer service experience via phone and chat, addressing inquiries related to order execution.

• Support escalated order-to-delivery inquiries, complex projects, and performance metric analysis, while participating in ad hoc projects and providing general assistance where needed.

Your background

We imagine that you have:

• A Bachelor’s degree or equivalent work experience (minimum of 5+ years of experience).

• Proficiency in the use of ERP systems (demonstrated working knowledge SAP (CRM/SD) required), Microsoft Office including Excel, Word, Teams and PowerPoint.

• Previous experience within Customer Services. Relevant administrative experience, organizational skills & accountability with the Customer.

• Excellent communication and networking skills together with the ability to build strong and trusting relationships with both Internal and External Stakeholders.

• Excellent written and spoken English. French would be an asset.

• Must be willing to share information, advice, and suggestions to help others to become more successful.

• This role requires a high level of organization, excellent communication and, and the ability to work under pressure and effectively handle several challenging problems or tasks at once.

• Experience in successfully managing difficult customers, conflict resolution skills, and diffusing conflict. Must be able to filter and control emotions in a constructive way.

• Must work effectively in a team environment.

• Can listen carefully to determine customer needs.

What’s in it for you?

At Grundfos, we aim to help you develop and fulfill your ambitions, both career and personal. Guided by our six core values (https://www.grundfos.com/about-us/our-purpose-and-values), your ideas will be welcomed and can make a difference in global projects. You will work with colleagues worldwide, broadening your cultural horizons.

Your daily benefits include:

• Flexible working hours; home office possibilities; up to 3 days’ paid leave for volunteering
• Annual bonuses, parental support, well-being programs, engaging team activities
• Diverse, inclusive environment with employee-led forums
• Long-term career development, continuous learning and development opportunities

If interested, please send your resume and cover letter by clicking “Apply”.

Follow us on LinkedIn or YouTube, and meet our people at Meet our people.

We look forward to hearing from you.

#LI-hybrid

Information at a Glance

Job details

Workplace: Hybrid (office and home-working)

Job Location: Oakville, Ontario, Canada

Contract Type: Full-Time

Employment Type: Regular